Operations Director, Health Plans - Express Scripts - Hybrid

*This job can be filled to align with any Cigna/Evernorth multifunction office location*Job DescriptionAs the Express Scripts Inc. (ESI) Health Plans Division (HPD) Operation Director (OD), you will provide operational leadership, expertise, and oversight to our complex customized clients and our front-line Account Managers.The Operations Director is responsible for developing strategies that effectively align Express Scripts’ operational services and solutions to meet the objectives of their assigned portfolio of Express Scripts clients. The position is ultimately responsible for the planning, internal coordination, implementation, maintenance, and communication of client activities and performance for their assigned book of business.  This role maintains ongoing key client relationships while leading/coaching an assigned group of front-line client-facing Account Managers focused on the operational aspects of supporting clients within the assigned portfolio.This client facing OD role will report to a Sr. Operations Director (SOD) within HPD and is ultimately responsible for all day-to-day and strategic operational activity of his/her assigned HPD client portfolio ensuring that all Service Level Agreements (SLA) meet or exceed their contractual obligations; thereby driving client satisfaction and retention. This role is intended for individuals who can establish and maintain solid working relationships with leaders from both internal and external (clients, vendors, and/or consultants) departments.The ideal candidate will have a superior working knowledge and understanding of the pharmacy benefit industry/processes including, but not limited, to those within Commercial, Health Care Exchanges, Medicaid and Medicare lines of business.Responsibilities include but are not limited to the following:Client retention via operational excellence within assigned client portfolioCross-functional collaboration with areas such as Benefits, Information Technology, Regulated Markets, and ProductMaintaining strong client relationships with complex clients to ensure retention, operational performance, and client satisfaction targets are met or exceededOversight of client resolution/escalation of client issuesOversight of custom technology projects or strategiesOversight of assigned Account Managers ensuring that they build strong client relationships that align with operational goals of those assigned client(s) and ESILeading, coaching, and mentoring on-site and remote team membersWork collaboratively with other roles on the Account Management TeamHighlight career development opportunities, evaluate performance, and provide feedback to promote employee growth and retentionLeading ongoing collaborative efforts with external leadership and their consultants to conduct off-site / on-site meetings and recurring webcasts as appropriateChampion internal advocacy for client service and member experienceEstablishment of risk management activities for client performance guaranteesSponsor standard and more complex projects that require development by ensuring client requirements are clearly defined, thoroughly captured, and implemented to the commitmentLeads HPD key initiatives aimed at improving the client experience, business model, employee well-being, margin or other processesChampions SOP and establishes best practices as neededMinimum Qualifications:Bachelor’s degree in related field or equivalent work experience10+ years of relevant work experienceSelf-sufficientAn experienced organizational leader who can collaborate with all levels and can tailor the message with the right level of detail as appropriateStrong executive presenceUses good judgement and proper channels in terms of when to escalate, leveraging colleagues and leadershipProficient PC skills including WebEx, Microsoft Word, Excel, and PowerPointKnowledge of the PBM industrySuperior verbal and written communication skillsCreative thinking skillsExperience with leading teams and mentoring individuals to successDemonstrated ability in managing high visibility projects, often independently or through Sr. LeadershipResourceful with a proven ability to exercise good judgement in problem solvingAble to manage multiple tasks simultaneously; shift priority quickly as neededStrategic thinking; weighs the potential risks or conflict associated with executing change and has awareness to how it may impact downstream or interdependent systemsAbility to comprehend the business need while also anticipating questions, and addressing those proactively back to the client and/or LeadershipFluent with most or all Express Scripts tools used in Account management (e.g., CSP, Trend Central, CBM, Ops-Insight, CTE, Bi-Query, etc.)Knowledge of CMS and HHS requirements and regulations associated with Med-d and ACAPossesses a keen awareness to client temperature and proactively creates mitigation plansTakes powerful initiative to develop action plans to resolve areas of opportunityProactive follow-up and understands when to raise risks/concernsAbility to travel overnight up to 10-15% as needed, mostly with ample noticeIf you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.For this position, we anticipate offering an annual salary of 121,700 - 202,900 USD / yearly, depending on relevant factors, including experience and geographic location.This role is also anticipated to be eligible to participate in an annual bonus plan.At The Cigna Group, you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off p